• Provide Level 2 support via phone/email/Slack & portal to user queries regarding User's Desktop setups; including Windows, macOS, Linux laptops • Support radiologists across US time zones with priority response for reading workstation and PACS viewer issues that impact clinical workflows • Provide on-site and remote support to local and international users (on demand) • Troubleshoot DICOM connectivity, image routing, and PACS/RIS integration issues • Optimize performance for radiology workstations, diagnostic monitors, and PACS viewing applications • Support and troubleshoot VPN and secure remote access for distributed radiologists • Application support such as Atlassian, Office 365, SharePoint, Mimecast, 1Password, Zoom Phone and other applications within the business • Provide expert support for PACS and RIS systems, understanding radiology workflows and the urgency of clinical downtime • Contribute towards a continuous improvement culture, removing obstacles and identifying potential for service delivery, business and process improvements • Take remediation actions in response to errors, problems, service requests and incidents, with ability to triage and escalate urgent clinical issues • Perform root cause analysis on recurring technical issues and implement preventative measures • Administer SaaS application access permissions and authorisations, including escalation and issue management • Maintain HIPAA compliance across all systems and support activities, ensuring healthcare data security standards • Educate internal customers and radiologists on applications, systems, and best practices • Facilitate Employee Onboarding and Offboarding experience including asset management/procurement, user account and group management as well as coordinating logistics for end user devices • Remote and local hardware support • Ticket Management using our ITSM tools with focus on SLA adherence for clinical support requests